New tariff, but need to change

[markmywords]

Yesterday, I switched my tariff to £10, for 10GB.  But then found an online deal for £8 and 32GB data.  I called the team back, and the lady said I could swap, she guided me though the online tariff deal, but at the end it came up with “an error has occurred, call 202”, she said it looked like it went through as it was sitting at “pending” and could take a while.  Well nothing has changed.

I called again this morning and the chap said I need to call U-Switch.  I said how would they be able to login to my O2 account and sort it out.  I then asked if I could cancel my “new” tariff and go back to my old plan, he said No as the plan doesn’t exist anymore. I was paying £14, for 6GB data.

I just would like the £8 deal, so I can save some money.  What can I do? Should I cancel the new plan under the 14 day cooling off period? Although I think he said I would have to leave o2 if I did that.  I have been on the phone for hours to try and sort it, but the call centre people don’t seem to be able to help me.

thanks for any advice.  

[Enlli]

The £8 for 32GB is an USwitch special so you will have to go through them. Customer services can't help

Choose the deal and then you will be taken to an O2 page which asks are you a new customer or existing

Choose existing and then make sure you select UPGRADE the take it from there

[markmywords]

Hi. I’ve tried that, I went through the uswitch site. Upgrading to my existing phone number. That’s when it errors.  So not sure if I call uswitch they will be able to help me, definitely sounds like an issue with my account in o2. 

[Kajsa123]

Hi, I'm having the exact same issue with the £8 for 32 gb deal from uSwitch. Gets to the final stage at checkout on the O2 website and then says sorry an error has occurred so either the issue is with the O2 website or it's an issue with that uSwitch deal. There seems to be some anecdotal evidence that the O2 website has issues with completing tariff change deals for existing customers as this question comes up a lot in this forum. I've contacted uSwitch customer service so I'll let you know if they're any help. They only have email though so might be a few days. I called O2 and they were absolutely no help as it's a third party deal.

[Enlli]

@markmywords @Kajsa123 

Please keep us informed.

A few weeks back they completely removed the ability to upgrade and it's only just come back.

I think the same deal may be on MoneySupermarket. You could try there. If you get the same error the fault will be O2

[Kajsa123]

I've had a response from uSwitch customer service and they've basically said that since the issue occurs once we're connected to the O2 website, there's nothing they can do.

[markmywords]

Thought that’s what they would say. That’s what I told the O2 person. He was getting quite annoyed, but I told him that there was no way a uswitch person would have access to o2 account info or their computer systems. 

im going to try again in a few days, just in case of o2 issue. I’ll come back and let you know. 

[markmywords]

I’ve tried the money supermarket one too and that does the same. 

[jonsie]

It's definitely an O2 issue

At the moment it seems to be a recurring issue with the £8.00 deal

As you say, leave it a few days before you try again

You won't get any sense at all from customer service about this